CN101888452A - Multi-access customer service system and method thereof - Google Patents
Multi-access customer service system and method thereof Download PDFInfo
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- CN101888452A CN101888452A CN2009101072580A CN200910107258A CN101888452A CN 101888452 A CN101888452 A CN 101888452A CN 2009101072580 A CN2009101072580 A CN 2009101072580A CN 200910107258 A CN200910107258 A CN 200910107258A CN 101888452 A CN101888452 A CN 101888452A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W36/00—Hand-off or reselection arrangements
- H04W36/34—Reselection control
- H04W36/38—Reselection control by fixed network equipment
- H04W36/385—Reselection control by fixed network equipment of the core network
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- H—ELECTRICITY
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- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
- H04L67/63—Routing a service request depending on the request content or context
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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Abstract
The invention discloses a multi-access customer service system and a method thereof. The system comprises an access module, a data analysis module, a customer service module and a service module, wherein the access module is used for receiving multiple kinds of request information from a terminal device and sending the request information to the data analysis module; the data analysis module is used for analyzing and identifying the request information and sending the analyzed request information to the service module or the customer service module; the service module is used for generating corresponding service information by executing service logic and sending the service information to the terminal device; and the customer service module is used for connecting the customer service seat so as to perform information interaction between the customer service seat and the terminal device. The method is flexible, simple and convenient and obviously enhances the fusion and convenience of the customer service system.
Description
Technical field
The present invention relates to the computer communication field, relate in particular to a kind of multi-access customer service system and method thereof.
Background technology
Along with making rapid progress of computer communication technology and improving constantly of community service level, people have proposed more and more higher requirement to efficiency of service, service mode and the service quality of customer service system.
In the existing customer service system, the user generally inserts customer service system by terminal equipment in the mode of calling out, send service request after, customer service system provides service by voice for the user again.Its implementation procedure generally includes following steps: 1) customer call inserts customer service system; 2) carry out the service request (for example business customizing, service inquiry etc.) of certain service logic for needs, customer service system is with its direct access service module and carry out corresponding business; 3) for the service request that does not need to carry out service logic (for example manual service, introduction to business etc.), customer service system inserts customer service module according to user's requirement with it, customer service module continue customer service attend a banquet realize and terminal equipment between mutual, artificial speech or automatic speech service are provided; 4) in the service process or after service finished, the user can be hung up calling voluntarily, customer service system also can be hung up calling according to certain control flow.
This shows, existing customer service system is in the access way of common support call of service process, in fact, along with the release of note, multimedia message, video, Email, WAP (wireless application protocol) (WAP:WirelessApplication Protocol), unstructured supplementary data traffic multiple mechanicss of communication such as (USSD:UnstructuredSupplementary Service Data) with popularize, traditional customer service system shows the single defective of access way gradually, is difficult to satisfy the different needs of user in different occasions sometimes.For example the business procedure complexity of user's request sometimes need provide data to customer service system; Sometimes the phonetic function of communicating terminal lost efficacy, and can only pass through mode request services such as note, Email etc.In addition, the interactive mode between existing customer service system and the terminal equipment is based on voice, and this information interaction mode is also too single, can not satisfy the different needs of user in different occasions sometimes.For example communication environment is noisy sometimes, and voice service is impalpable; Sometimes inconvenience receives calls in the meeting; Sometimes need customer service system that business information etc. is provided, under these situations, existing interactive voice mode obviously is difficult to for the user provides accurately, service rapidly.
Summary of the invention
Technical problem to be solved by this invention is, overcomes the deficiencies in the prior art, and a kind of flexible and convenient, multi-access customer service system and method thereof that amalgamation is good are provided.
The technical solution adopted for the present invention to solve the technical problems is:
A kind of multi-access customer service system comprises: access module, data resolution module, customer service module and business module; Access module is used to receive the various solicited messages from terminal equipment, and described request information is sent to described data resolution module; Data resolution module is used for resolving and identification described request information, and the solicited message after will resolving is sent to described business module or customer service module; Business module is used for generating corresponding service information by carrying out service logic, and described business information is sent to terminal equipment; The customer service module customer service that is used to continue is attended a banquet, and customer service is attended a banquet and terminal equipment carries out information interaction.
Described data resolution module comprises resolution unit, taxon and transmitting element; Described resolution unit is used for solicited message is resolved, and the solicited message after will resolving is sent to taxon; Taxon is used for Classification and Identification described request information, carries out service logic if desired, then by transmitting element described request information is sent to business module and handles, and handles otherwise by transmitting element described request information is sent to customer service module.
Described access module comprises receiving element, queue processing unit and transmitting element; Receiving element is used to receive the solicited message from terminal equipment, and with described request message input queue processing unit; The queue processing unit is used for solicited message is arranged and buffer memory; Transmitting element is used for the solicited message of described queue processing unit is sent to data resolution module.
Described access module also comprises the policy configurations unit, and described policy configurations unit is used to the queue processing unit to provide at least a arrangement in load balancing strategy, priority policy, the form selection strategy tactful.
Also comprise data transmission blocks, the process that described business information is sent to terminal equipment comprises: described business module is sent to described data transmission blocks with the business information that generates, and data transmission blocks encapsulates and send it to terminal equipment to described business information.
Described data resolution module also is used for the business information from described business module is encapsulated, and the business information after will encapsulating is sent to access module; Described access module also is used for described business information is sent to terminal equipment.
Described access module comprises receiving element, queue processing unit and transmitting element; Receiving element is used to receive from the solicited message of terminal equipment with from the business information of data resolution module, and with described request information and business information input rank processing unit respectively; The queue processing unit is used for solicited message and business information is arranged and buffer memory; Transmitting element is used for the solicited message of described queue processing unit is sent to data resolution module, and the business information in the described queue processing unit is sent to terminal equipment.
Described business module also is used for providing navigation menu according to solicited message to terminal equipment.
Described business module also is used to receive the solicited message from customer service module, generates business information by carrying out service logic, and described business information is sent to terminal equipment.
Described solicited message is at least a in call information, multimedia message, short message, voice, video, audio frequency, Email, WAP (wireless application protocol), the unstructured supplementary data traffic.
A kind of multiple access formula client service method may further comprise the steps: A: receive the various solicited messages from terminal equipment; B: described request information is resolved and discerned; C:, then generate corresponding service information, and described business information is sent to terminal equipment by carrying out service logic if the described request informational needs is carried out service logic; Otherwise the customer service that continues is attended a banquet, and customer service is attended a banquet and terminal equipment carries out information interaction.
Customer service is attended a banquet in the information interactive process with terminal equipment, and customer service system is carried out service logic and generated corresponding service information according to the solicited message of terminal equipment, and described business information is sent to terminal equipment.
The invention has the beneficial effects as follows, multi-access customer service system support call of the present invention, multimedia message, short message, voice, video, audio frequency, Email, plurality of access modes such as WAP, USSD, the traditional calling access way and the access way of packet have been merged, can make the user in multiple occasion, enjoy the customer service system service when terminal equipment is in various states, overcome the inconvenience that access way single in traditional customer service system is brought.It is comparatively noisy for example to work as the residing environment of user, and when being difficult to not hear the voice service of customer service system, perhaps the user is participating in a conference in the time of can't directly calling, and can enable short message or video access customer service system and obtain service.Therefore flexible and convenient of the present invention has strengthened the amalgamation and the convenience of customer service system, has significantly improved efficiency of service and service quality, for the user with the service of more convenient and hommization.
And the present invention can also provide multiple interactive modes such as calling, multimedia message, short message, voice, video, audio frequency, Email, WAP, USSD, can adopt modes such as sending note, multimedia message, video to provide business information according to user's demand to terminal equipment, also can in attending a banquet reciprocal process, terminal equipment and traditional customer service provide business information synchronously to the user, therefore further enrich service content, improved convenience and user's Experience Degree.
Description of drawings
Fig. 1 is the interactive mode schematic diagram of first kind of embodiment of multi-access customer service system of the present invention and terminal equipment;
Fig. 2 is the structured flowchart of data resolution module of the present invention;
Fig. 3 is the interactive mode schematic diagram of second kind of embodiment of multi-access customer service system of the present invention and terminal equipment;
Fig. 4 is the interactive mode schematic diagram of the third embodiment of multi-access customer service system of the present invention and terminal equipment;
Fig. 5 is the structured flowchart of access module of the present invention;
Fig. 6 is the 4th a kind of embodiment schematic diagram of multi-access customer service system of the present invention;
Fig. 7 is a multiple access formula client service method general flow chart of the present invention;
Fig. 8 is a kind of embodiment flow chart of multiple access formula client service method of the present invention.
Embodiment
Multi-access customer service system of the present invention can be realized in the following manner, but be not limited to following mode:
As Fig. 1 is the interactive mode schematic diagram of first kind of embodiment of multi-access customer service system of the present invention and terminal equipment, comprises customer service system 10, communication network 20 and at least one terminal equipment 30.Wherein, terminal equipment 30 is mobile phone, landline telephone, computer, palmtop PC etc., and these terminal equipments 30 can support call, in the multimedia message, short message, voice, video, audio frequency, Email, communication traffic modes such as WAP, USSD one or more.That communication network 20 can be usually is wired, wireless network etc.Customer service system 10 comprises access module 11, data resolution module 12, customer service module 13 and business module 14.
Wherein, access module 11 is used to receive the various solicited messages from terminal equipment 20, these solicited messages can be traditional call information, also can be communication traffic modes such as note, multimedia message, voice, video, and access module 11 is sent to data resolution module 12 with solicited message.
As Fig. 3 is the interactive mode schematic diagram of second kind of embodiment of multi-access customer service system of the present invention and terminal equipment, present embodiment also comprises data transmission blocks 15, the process that business information is sent to terminal equipment 30 may further comprise the steps: business module 14 is sent to data transmission blocks 15 with the business information that generates, 15 pairs of business information of data transmission blocks encapsulate, and send it to terminal equipment 30.This data transmission blocks also can be sent to terminal equipment 30 with the navigation menu that business module 14 generates.
As Fig. 4 is the interactive mode schematic diagram of the third embodiment of multi-access customer service system of the present invention and terminal equipment, in the present embodiment, the business information that business module 14 generates is sent to terminal equipment 30 by data resolution module 12 and access module 11.Data resolution module 12 also is used for the business information from business module 14 is encapsulated and be sent to access module 11, these business information are forms such as text message, pictorial information, audio-frequency information, data resolution module 12 is packaged into note, multimedia message, Email etc. with it, and access module 11 receives these business information and sends it to terminal equipment 30.
As shown in Figure 5, the access module 11 in first kind of embodiment of the present invention and the second kind of embodiment can further comprise receiving element 111, transmitting element 112 and queue processing unit 113.Wherein, receiving element 111 is used to receive the solicited message from terminal equipment 30, and its input rank processing unit 112 is arranged; Transmitting element 113 is used for the solicited message of queue processing unit 112 is sent to data resolution module 12 in sequence; Queue processing unit 112 is used for solicited message classified and arranges and buffer memory, when access module 11 receives from a plurality of solicited messages of terminal equipment 30 constantly, can set up one group of transmission queue according to certain queueing discipline.For example arrange according to the trafficwise (comprising note, multimedia message, Email etc.) of data message, perhaps arrange in proper order according to the time order and function that receives, perhaps according to the processing data information characteristics (uplink and downlink that comprise note or multimedia message, speech connection, the propelling movement of video playback, Email etc.) arrange.For the third embodiment shown in Figure 4, access module 11 not only can be handled above-described solicited message, can also be to classifying from the business datum of data resolution module 12 and arranging processing.Wherein, receiving element 111 is used to receive from the solicited message of terminal equipment 30 with from the business information of data resolution module 12, and with described request information and business information input rank processing unit 112 respectively; Queue processing unit 112 is used for solicited message and business information is arranged and buffer memory; Transmitting element 113 is used for the solicited message of queue processing unit 112 is sent to data resolution module 12, and the business information in the queue processing unit 112 is sent to terminal equipment 30.
Also can comprise policy configurations unit 114 in the access module 11 of the present invention, be used to queue processing unit 112 that various arrangements strategy is provided, for example at least a in load balancing strategy, priority policy, the form selection strategy.Wherein, the load balancing strategy can carry out load balance process according to the device identification number of a plurality of terminal equipments 30, improves data transmission efficiency and stability; Priority policy can form priority treatment mechanism according to certain rule in solicited message that is about to transmit or business information, the upstream priority that note or multimedia message for example can be set is not the highest, and the priority level of information such as arrearage notice is minimum etc.Policy configurations unit 114 the further effect of optimizing access module 11 is set, significantly improved the efficiency of service and the service quality of customer service system 10.Also can comprise record cell 115 in the access module 11, this record cell 115 is used for writing down respectively the operating result of described receiving element 111, transmitting element 113 and queue processing unit 112, policy configurations unit 114, is convenient to user or customer service system 10 inside and inquires about, monitors or do other processing for operating result.The setting of access module 11 makes the good mutual order of formation between customer service system 10 and the terminal equipment 30, prevents system congestion even communication obstacle that a plurality of terminal equipments 30 cause when proposing service request.For example reached the running status of peak load when customer service system 10, when terminal equipment 30 proposes service request, but customer service system 10 user waiting prompts or termination are mutual, access module 11 continues to keep session, waits for that next step instruction and the coupling system operation conditions of terminal equipment 30 is for further processing.
More than in first, second and the third execution mode, business module 14 also can receive the solicited message from customer service module 13, has further improved the flexibility of customer service system 10, the function of customer service module 13 and business module 14 is further cooperatively interacted and optimizes.For example customer service module 13 continues, and customer service is attended a banquet and terminal equipment 30 carries out in the mutual process, when the user proposes to need to carry out service logic (for example obtaining business information or inquiry business content), customer service module 13 sends solicited message to business module 14 according to the solicited message of terminal equipment 30, business module 14 is carried out service logic and is generated corresponding service information, sends it to terminal equipment 30 at last.For example Fig. 6 is the 4th kind of embodiment schematic diagram of multi-access customer service system of the present invention, present embodiment and the third embodiment are similar, business module 14 also is used to receive the solicited message from customer service module 13, generate business information by carrying out service logic, and send according to various flexible way.Can earlier this business information directly be sent to terminal equipment 30 by data transmission blocks 15; Also can earlier business information be sent to customer service module 13, customer service module 13 is sent to terminal equipment 30 by data resolution module 12 and access module 11; Also this business information can be sent to terminal equipment 30 by data resolution module 12 and access module 11.Therefore present embodiment has further satisfied user's demand, has improved the service quality and the efficiency of service of customer service system 10.
In addition, also can comprise a plurality of business modules 14 among the present invention, these business modules 14 can be distinguished according to different modes such as class of business, solicited message kinds.
Fig. 7 is the general flow chart of multiple access formula client service method of the present invention, may further comprise the steps:
Step S100: the various solicited messages that access module 11 receives from terminal equipment 30, and be sent to data resolution module 12.
Step S101: 12 pairs of solicited messages of data resolution module are resolved and are discerned.
Step S102: judge whether this solicited message needs to carry out service logic, is then to enter step S103, otherwise enter step S106.
Step S103: if solicited message need be carried out service logic, then data resolution module 12 is sent to business module 14 with solicited message, and business execution module 14 generates corresponding service information by carrying out service logic, and is sent to data resolution module 12.
Step S104: 12 pairs of business information of data resolution module encapsulate, and are sent to access module 11.
Step S105: access module 11 is sent to terminal equipment 30 with business information.If adopt second kind of embodiment of multi-access customer service system of the present invention, wherein step S103 can directly finish by data transmission blocks 15 to step S105; In first kind of embodiment, business module 14 also can be sent to terminal equipment 30 with business information by other modes.
Step S106: if solicited message does not need to carry out service logic, then data resolution module 12 is sent to customer service module 13 with solicited message.
Step S107: customer service module 13 customer service that continues is attended a banquet, make customer service attend a banquet and terminal equipment 30 between carry out information interaction.
Step S108: this serves end.
Multi-access customer service system support call of the present invention, multimedia message, short message, voice, video, audio frequency, Email, plurality of access modes such as WAP, USSD, can make the user enjoy the service of customer service system 10 in multiple occasion, when terminal equipment 30 is in various states, overcome the inconvenience that traditional customer service system 10 single access waies are brought.It is comparatively noisy for example to work as the residing environment of user, and when being difficult to not hear the voice service of customer service system 10, perhaps the user is participating in a conference in the time of can't directly calling, and can enable short message or video access customer service system 10 and obtain service.Therefore the present invention has strengthened the amalgamation of customer service system 10, convenience, convenient and flexible operation has significantly improved efficiency of service and service quality, for the user with the service of more convenient and hommization.And the present invention can also provide multiple interactive modes such as calling, multimedia message, short message, voice, video, audio frequency, Email, WAP, USSD, further satisfied user's demand, improved service quality.
Fig. 8 is a kind of embodiment flow chart of multiple access formula client service method of the present invention, terminal equipment 30 inserts customer service system 10 by the mode of short message in the present embodiment, use the 4th kind of embodiment of multi-access customer service system of the present invention, specifically may further comprise the steps:
Step S200: access module 11 receives the service request note of sending to data customer service system 10 from terminal equipment 30, and sends it to data resolution module 12.
Step S201: data resolution module 12 is resolved the service request note.
Step S202: data resolution module 12 judges whether solicited message needs to carry out service logic, is then to change step S203 over to, otherwise changes step S212 over to.
Step S203: carry out service logic if desired, then business module 14 receives solicited message.
Step S204: business module 14 need to judge whether navigation menu, can ask to obtain navigation menu by the user, also can set the rule that navigation menu is provided in business module 14, need then enter step S205, otherwise enter step S209.
Step S205: business module 14 provides navigation menu, and the format and content of navigation menu can according to circumstances be set by business module 14, for example theing contents are as follows of this navigation menu:
Need automatic speech service R. S. V. P. " 0# ";
Need artificial speech service R. S. V. P. " 1# ";
Need automatic video frequency service R. S. V. P. " 2# ";
Need artificial Video service R. S. V. P. " 3# ";
Need USSD service R. S. V. P. " 4# ";
Need multimedia message service R. S. V. P. " 5# ";
Need short message service R. S. V. P. " 6# ";
Need E-mail service R. S. V. P. " 7# ";
Need audio service R. S. V. P. " 8# ";
Need WAP service R. S. V. P. " 9# ".
Step S206: business module 14 is sent to data resolution module 12 with navigation menu, and navigation menu is packaged into the note navigation menu, and is issued to terminal equipment 30 by access module 11.
Step S207: the user receives after the note navigation menu, sends a reply information by terminal equipment 30 to customer service system 10, and access module 11 receives this return information and is sent to data resolution module 12.For example, the user replys key information " 1# ", and showing needs the artificial speech service.
Step S208: data resolution module 12 judges whether needs execution service logic according to user's return information, is then to enter step S209, otherwise enters step S212.
Step S209: business module 14 receives through the return information of conversion and generates business information.
Step S210: business module 14 transport service information are to data resolution module 12.
Step S211: 12 pairs of business information of data resolution module encapsulate and send to terminal equipment 30 by access module 11.
Step S212: do not need to carry out service logic, then customer service module 13 receives through the return information and the customer service that continues of conversion and attends a banquet, and the user is by the attend a banquet information interaction of modes such as carrying out voice or video of terminal equipment 30 and customer service.
Step S213: in the reciprocal process of user and customer service system, whether the user proposes to need to carry out the service request of service logic, is then to enter step S214, finishes otherwise enter step 216.
Step S214: the user need carry out service logic, for example the user proposes to obtain certain part of newspaper by voice mode, the customer service operator attendance can get access to corresponding multimedia message newspaper by other corollary systems, is sent to terminal equipment 30 by customer service module 14, data resolution module 12 and access module 11; The customer service operator attendance also can send solicited message to business module 13, and business module 13 generates business information by carrying out service logic, and sends it to data resolution module 12.
Step S215: 12 pairs of business information of data resolution module encapsulate and are sent to terminal equipment 30 through access module 11.
Step S216: this serves end.
Above content be in conjunction with concrete preferred implementation to further describing that the present invention did, can not assert that concrete enforcement of the present invention is confined to these explanations.For the general technical staff of the technical field of the invention, without departing from the inventive concept of the premise, can also make some simple deduction or replace, all should be considered as belonging to protection scope of the present invention.
Claims (12)
1. a multi-access customer service system is characterized in that, comprising: access module, data resolution module, customer service module and business module;
Access module is used to receive the various solicited messages from terminal equipment, and described request information is sent to described data resolution module;
Data resolution module is used for resolving and identification described request information, and the solicited message after will resolving is sent to described business module or customer service module;
Business module is used for generating corresponding service information by carrying out service logic, and described business information is sent to terminal equipment;
The customer service module customer service that is used to continue is attended a banquet, and customer service is attended a banquet and terminal equipment carries out information interaction.
2. multi-access customer service system according to claim 1 is characterized in that: described data resolution module comprises resolution unit, taxon and transmitting element; Described resolution unit is used for solicited message is resolved, and the solicited message after will resolving is sent to taxon; Taxon is used for Classification and Identification described request information, carries out service logic if desired, then by transmitting element described request information is sent to business module and handles, and handles otherwise by transmitting element described request information is sent to customer service module.
3. multi-access customer service system according to claim 1 is characterized in that: described access module comprises receiving element, queue processing unit and transmitting element;
Receiving element is used to receive the solicited message from terminal equipment, and with described request message input queue processing unit;
The queue processing unit is used for solicited message is arranged and buffer memory;
Transmitting element is used for the solicited message of described queue processing unit is sent to data resolution module.
4. multi-access customer service system according to claim 3, it is characterized in that: described access module also comprises the policy configurations unit, and described policy configurations unit is used to the queue processing unit to provide at least a arrangement in load balancing strategy, priority policy, the form selection strategy tactful.
5. according to each described multi-access customer service system in the claim 1 to 4, it is characterized in that: also comprise data transmission blocks, the process that described business information is sent to terminal equipment comprises: described business module is sent to described data transmission blocks with the business information that generates, and data transmission blocks encapsulates and send it to terminal equipment to described business information.
6. multi-access customer service system according to claim 1 and 2 is characterized in that: described data resolution module also is used for the business information from described business module is encapsulated, and the business information after will encapsulating is sent to access module; Described access module also is used for described business information is sent to terminal equipment.
7. multi-access customer service system according to claim 6 is characterized in that: described access module comprises receiving element, queue processing unit and transmitting element;
Receiving element is used to receive from the solicited message of terminal equipment with from the business information of data resolution module, and with described request information and business information input rank processing unit respectively;
The queue processing unit is used for solicited message and business information is arranged and buffer memory;
Transmitting element is used for the solicited message of described queue processing unit is sent to data resolution module, and the business information in the described queue processing unit is sent to terminal equipment.
8. according to each described multi-access customer service system in the claim 1 to 4, it is characterized in that: described business module also is used for providing navigation menu according to solicited message to terminal equipment.
9. according to each described multi-access customer service system in the claim 1 to 4, it is characterized in that: described business module also is used to receive the solicited message from customer service module, generate business information by carrying out service logic, and described business information is sent to terminal equipment.
10. according to each described multi-access customer service system in the claim 1 to 4, it is characterized in that: described solicited message is at least a in call information, multimedia message, short message, voice, video, audio frequency, Email, WAP (wireless application protocol), the unstructured supplementary data traffic.
11. a multiple access formula client service method is characterized in that, may further comprise the steps:
A: receive various solicited messages from terminal equipment;
B: described request information is resolved and discerned;
C:, then generate corresponding service information, and described business information is sent to terminal equipment by carrying out service logic if the described request informational needs is carried out service logic; Otherwise the customer service that continues is attended a banquet, and customer service is attended a banquet and terminal equipment carries out information interaction.
12. multiple access formula client service method according to claim 11, it is characterized in that: customer service is attended a banquet in the information interactive process with terminal equipment, customer service system is carried out service logic and is generated corresponding service information according to the solicited message of terminal equipment, and described business information is sent to terminal equipment.
Priority Applications (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101072580A CN101888452A (en) | 2009-05-11 | 2009-05-11 | Multi-access customer service system and method thereof |
| PCT/CN2009/073792 WO2010130117A1 (en) | 2009-05-11 | 2009-09-07 | System and method for multiple access customer service |
| EP09844529.9A EP2432205A4 (en) | 2009-05-11 | 2009-09-07 | System and method for multiple access customer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN2009101072580A CN101888452A (en) | 2009-05-11 | 2009-05-11 | Multi-access customer service system and method thereof |
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| Publication Number | Publication Date |
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| CN101888452A true CN101888452A (en) | 2010-11-17 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN2009101072580A Pending CN101888452A (en) | 2009-05-11 | 2009-05-11 | Multi-access customer service system and method thereof |
Country Status (3)
| Country | Link |
|---|---|
| EP (1) | EP2432205A4 (en) |
| CN (1) | CN101888452A (en) |
| WO (1) | WO2010130117A1 (en) |
Cited By (14)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
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| US5956024A (en) * | 1995-08-08 | 1999-09-21 | Continental Cablevision, Inc. | Graphical user interface for customer service representatives for subscriber management systems |
| US20070206584A1 (en) * | 2006-01-31 | 2007-09-06 | Fulling Stephen W | Systems and methods for providing a dynamic interaction router |
| US7761321B2 (en) * | 2006-02-22 | 2010-07-20 | 24/7 Customer, Inc. | System and method for customer requests and contact management |
| US8175255B2 (en) * | 2006-08-31 | 2012-05-08 | At&T Intellectual Property I, L.P. | Methods, systems and computer-readable media for managing customer service requests |
| CN101193071A (en) * | 2007-03-28 | 2008-06-04 | 腾讯科技（深圳）有限公司 | A client service method, system and device based on instant communication |
| CN101355610B (en) * | 2008-09-10 | 2011-03-30 | 魏中华 | Method for providing client service information, self-help client service module and system |
-
2009
- 2009-05-11 CN CN2009101072580A patent/CN101888452A/en active Pending
- 2009-09-07 WO PCT/CN2009/073792 patent/WO2010130117A1/en active Application Filing
- 2009-09-07 EP EP09844529.9A patent/EP2432205A4/en not_active Ceased
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| CN103177369A (en) * | 2011-12-20 | 2013-06-26 | 触动多媒体技术（上海）有限公司 | Remote analytic method for log information |
| CN102708008A (en) * | 2012-04-12 | 2012-10-03 | 福建联迪商用设备有限公司 | Implementation method of linking download strategy |
| WO2014071796A1 (en) * | 2012-11-09 | 2014-05-15 | 北京奇虎科技有限公司 | User request processing method and system |
| CN103390225A (en) * | 2013-08-05 | 2013-11-13 | 天津勤达科贸有限公司 | Justice credit information preservation system |
| CN103605685A (en) * | 2013-11-01 | 2014-02-26 | 国家电网公司 | Training system and data access method thereof |
| CN105306349A (en) * | 2015-11-16 | 2016-02-03 | 中国建设银行股份有限公司 | Routing processing method and routing processing system |
| CN105469348A (en) * | 2015-11-23 | 2016-04-06 | 裴兆欣 | Government administration service system |
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| CN107544971A (en) * | 2016-06-24 | 2018-01-05 | 平安科技（深圳）有限公司 | The method and system of intelligent query traffic data |
| CN106169148A (en) * | 2016-08-25 | 2016-11-30 | 刘禹锡 | A kind of customer service method and device |
| CN106169148B (en) * | 2016-08-25 | 2023-04-07 | 刘禹锡 | Customer service method and device |
| CN107395906A (en) * | 2017-07-19 | 2017-11-24 | 合肥盛东信息科技有限公司 | A kind of multifunctional comprehensive call center Control management system and method |
| CN110893280A (en) * | 2018-09-12 | 2020-03-20 | 黄柏喆 | Video assistant system for online game |
| CN109889677A (en) * | 2019-01-23 | 2019-06-14 | 广州市聚星源科技有限公司 | A kind of intelligent customer service system with intelligent message processing function |
| CN110072020A (en) * | 2019-04-24 | 2019-07-30 | 武汉华创欣网科技有限公司 | A kind of insurance business intelligent customer service voice response system |
| WO2023088011A1 (en) * | 2021-11-16 | 2023-05-25 | 中兴通讯股份有限公司 | Method and apparatus for transmitting interaction information, and storage medium and electronic apparatus |
Also Published As
| Publication number | Publication date |
|---|---|
| EP2432205A1 (en) | 2012-03-21 |
| EP2432205A4 (en) | 2014-09-10 |
| WO2010130117A1 (en) | 2010-11-18 |
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